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Knowledge base
General FAQ
COMMON FAQ
3
What can the igloohome SmartLock do?
Does the igloohome SmartLock require internet connection?
Do I get real-time notifications when my igloohome SmartLock is unlocked?
PAIRING
4
Do I need internet and Bluetooth on my phone during pairing?
Do I need Bluetooth on my phone during pairing?
How many mobile devices can I pair with one igloohome smart lock?
How many locks can be paired with one device?
PIN CODE
19
How does PIN code unlock work?
Can I change the length of my Master PIN code?
If I change my Master Pin, what happens to the current active PIN codes?
I am a guest. How do I unlock the door?
Can I change the length of my generated PIN code?
See all 19 articles
BLUETOOTH UNLOCK
5
What is a Bluetooth Key?
How close do I have to be for the door to Bluetooth Unlock?
Does Bluetooth Unlock drain my phone's battery?
I would like to give a Bluetooth key to my family member. How do I do it?
Why do I have to place my palm over the igloohome smart lock for it to Bluetooth Unlock?
LOCKING
4
How do I lock my door electronically?
How do I lock my door manually?
Is there an auto-lock/ timer re-lock feature on the igloohome smart lock?
Can I disable the auto-lock/ timed re-lock feature on the igloohome SmartLock?
MOBILE APP MAIN FEATURES
12
Does the igloohome app log out after a period of time?
What languages are available on the igloohome mobile app?
How many people can use the same igloohome account?
If I change the password on one account, does it revoke access to other users of the same account?
If I change any setting on one account, is the change reflected to other users of the same account?
See all 12 articles
INSTALLATIONS: DOOR COMPATIBILITY, SCHEDULING
11
If I am still unsure of whether the lock can be installed on my door, who should I contact?
Can I install the igloohome SmartLock as an additional lock on my door?
Can I replace an existing door lock with the igloohome smart lock?
Can I install the igloohome SmartLock outdoors?
Is there a version of the lock that is suitable for left-handed doors?
See all 11 articles
SECURITY FEATURES: ELECTRONIC & PHYSICAL SECURITY, BATTERY
23
Can I use rechargeable batteries?
What happens to the igloohome SmartLock during a power trip (ie. electrical blackout)?
What if the front panel of the igloohome smart lock is smashed in?
What happens if I lose my physical key?
Is the igloohome SmartLock water-resistant?
See all 23 articles
WARRANTY & RETURNS
5
If I bought my igloohome SmartLock from a re seller, who should I approach for warranty issues?
I have purchased the igloohome smart lock but now have changed my mind. Can I get a refund?
How can I get a refund?
Does the igloohome smart lock come with warranty?
What does the warranty cover?
OTHER ISSUES_3
2
I do not have my phone and keys with me. What can I do?
I cannot find any answers to my issue. How can I contact support?
igloohome Airbnb Connect
AIRBNB CONNECT
19
How much does Airbnb Connect cost?
How do I de-activate Airbnb Connect?
What is Airbnb Connect?
How do I connect 1 igloohome lock to multiple Airbnb listings?
How many igloohome home listings can be associated with my Airbnb listing?
See all 19 articles
igloohome App Troubleshooting Guide
ERROR MESSAGES
24
We have encountered an error. Please check your network settings and try again.
We are unable to find more information on the city. Please try again
We are unable to set an admin password for your lock. Please try again. If the problem persists, please reinitialize the lock or add the lock from the configuration menu again
The email {your email} has already been registered
The message 'Please try again' is displayed.
See all 24 articles
igloohome Smart Lock - Troubleshooting Guide
PAIRING TROUBLESHOOT
3
Why do I get an error message when I try to pair my lock?
I have tried many times to pair but was unsuccessful. What do I do?
Why is there no lock showing on my home page even though it's been paired to my account?
LOCK TROUBLESHOOT: PIN CODE & BLUETOOTH UNLOCK
8
Why isn't my Bluetooth unlock working?
Why is the touchpad unresponsive?
Why can't I generate a permanent PIN code for my latch?
Why doesn't my Master PIN code work?
Why doesn't my One-Time or Duration PIN code work?
See all 8 articles
MOBILE APP TROUBLESHOOT
1
I’m receiving the ‘error’ message when I try to do something on the app. What can I do?
igloohome App
HOME MENU
3
How do I Bluetooth Unlock from the app Home?
How do I add/remove a lock to favourites in the app Home?
How do I hide/display the locks in a home listing?
VISITS MENU
5
How do I unlock with my Bluetooth Key? (Guests)
How do I view the validity of the Bluetooth Key? (Guests)
How do I show/hide the Bluetooth key under the Visits menu? (Guests)
Why is the Bluetooth key missing from the Visits menu? (Guests)
How do I add a Bluetooth Key by scanning the QR code? (Guests)
RESERVATIONS MENU (AIRBNB CONNECT USERS ONLY)
5
How do I disconnect an igloohome home listing from an Airbnb listing?
How do I send an Early Check-in email?
How do I connect an igloohome home listing to an Airbnb listing?
How do I view reservations under my Airbnb listing?
How do I view the PIN codes that have been generated for my guest?
ACCOUNT SETTINGS MENU
2
How do I change my password/name/phone number for my igloohome account?
How do I change the language/vibration feedback for the igloohome app?
SUPPORT MENU
2
How do I contact support via the igloohome app?
How do I check my igloohome app version?
FAQ, LOGOUT MENU
2
How do I view FAQ in the app?
How do I logout of the igloohome app?
LOGIN PAGE
4
How do I login to the igloohome app?
How do I reset my igloohome account password?
How do I register for an igloohome account?
How do I change the language from the login page?
CONFIGURATION MENU
8
How do I add a new lock/home listing to my igloohome account?
How do I view and manage home listings?
How do I change the region of a home listing?
How do I change the check-in and check-out time for an Airbnb listing?
How do I connect an igloohome listing to an Airbnb listing?
See all 8 articles
BLUETOOTH KEY TAB
3
How do I create and share a Bluetooth Key?
How do I remove/delete a shared Bluetooth Key?
Is there a limit to the number of Bluetooth Key that I can generate?
STATUS TAB
9
How do I view Lock Status?
How can I check on the app when the batteries are due to be changed?
How do I keep the battery status on the app updated?
How do I update logs from Status tab?
How do I sync lock time?
See all 9 articles
APP NOTIFICATIONS
2
Can I disable igloohome app push notifications?
Are there igloohome app push notifications when someone enters my house/property?
LOCK INFO TAB
4
How do I unlock with Bluetooth Master Key from Lock Info page? (Basic Unlock)
How do I access Lock Info page on the igloohome app?
How do I view/filter/update activity logs?
What do access logs on the igloohome mobile app show?
igloohome Smart Lock Mortise
LOCK ISSUES: UN-LOCK, RE-LOCK
6
How do I unlock/lock the igloohome Smart Mortise?
How do I activate/deactivate Sensor and Timer Re-lock on the Mortise?
If I am inside of the house, can I still unlock the door using the Bluetooth key?
Does Sensor Re-lock/Timer Re-lock work with all types of unlocking method? (Smart Mortise)
How do I unlock my door if I accidentally locked it before pairing?
See all 6 articles
BATTERY
6
My batteries have completely run out and I am locked outside my house. What can I do?
How will the lock alert me when it is low on battery?
When do I need to change the batteries for my Smart Mortise?
How do I replace batteries on my lock?
Can I use rechargeable batteries?
See all 6 articles
SECURITY AND VOLUME FEATURES
8
How do I change the volume of the Mortise?
How do I use the Decoy PIN feature on igloohome Smart Mortise?
How do I deactivate Keypad Lockout Mode?
What is the Fire Detection Alarm?
What happens when Keypad Lockout Mode is activated?
See all 8 articles
OTHER ISSUES
2
Why is an alarm sounding when I try to lock the door?
Why is the keypad not responsive? (Smart Mortise)
KEY CARDS/KEY STICKERS
4
How do I unlock with key cards/key stickers?
How do I delete RFID cards?
How many key cards/ key stickers can I add to the Smart Mortise?
I have changed the names of the NFC cards, but do not see the name reflected in Activity Logs when I update logs. Why is this so?
igloohome Smart Keybox
OTHER ISSUES
6
What material is the Keybox made of?
What is the IP rating of the igloohome Keybox?
What is the warranty period of the Keybox?
How do I check which version of the igloohome app I am using?
What happens if I lose my smartphone?
See all 6 articles
KEYBOX SETUP AND GENERAL FAQ
10
Where should I place my Keybox?
What kind of batteries can I use?
How do I pair my Keybox?
How do I know if the batteries for my Keybox are running low?
My batteries have completely run out and I am locked out of my Keybox. What can I do?
See all 10 articles
KEYBOX HOW-TO
3
How do I unlock the Keybox 01?
How do I lock the Keybox?
How do I install my Keybox?
TROUBLESHOOTING
4
I have keyed in the correct PIN and/or tried to use Bluetooth Unlock, but the Keybox does not open.
I'm trying to test my Keybox but it doesn't unlock. What can I do?
My Keybox is making beeping noises even though I am not touching it. Why is this so?
I am having problems with my Keybox and my questions cannot be found here. What can I do?
igloohome Smart Lock Deadbolt 02
OTHER ISSUES
9
I cannot find any answers to my issue. How can I contact support?
I do not have my phone and keys with me. What can I do?
I am an Airbnb host. How do I activate the synchronisation of my Deadbolt 02 with my Airbnb calendar?
How is Deadbolt 02 different from Deadbolt 01?
I have changed to a new phone. How do I keep my existing PIN numbers?
See all 9 articles
PAIRING ISSUES
4
I have tried many times to pair but was unsuccessful. What do I do?
How do I pair the Deadbolt 02 to my phone?
How do I un-pair Deadbolt 02 from my phone?
Why is my Deadbolt 02 not showing on my home page even though it's been paired to my account?
SECURITY FEATURES
7
What are the preventative measures of hacking?
How do I use the Decoy PIN feature?
Will I be notified if someone enter my house/property?
What if someone tries to dismantle/pry open the Deadbolt 02?
Can I monitor the entry activities of my guests?
See all 7 articles
BATTERY
5
How do I replace batteries on my Deadbolt 02?
On average, how long does the batteries last?
My batteries have completely run out and I am locked outside my house. What can I do?
How will Deadbolt 02 alert me when it is low on battery?
What batteries are compatible with Deadbolt 02?
LOCK ISSUES: UN-LOCK, RE-LOCK
5
How do I unlock my Deadbolt 02 via Bluetooth?
Why does my lock unlock instead of lock when I press the # key?
I am unable to activate auto-unlock (for bolt only). What sound should I hear if I keyed in the sequence (as per the manual) correctly?
How does timed-relock work?
How do I unlock and lock the door using Deadbolt 2s?
igloohome Smart Lock Deadbolt 01
LOCK ISSUES: UN-LOCK, RE-LOCK
5
I am unable to activate auto-unlock (for bolt only). What sound should I hear if I keyed in the sequence (as per the manual) correctly?
How does timed-relock work?
How do I unlock my Deadbolt 01 via Bluetooth?
How do I unlock and lock the door using Deadbolt 01?
Why does my lock unlock instead of lock when I press the # key?
PAIRING ISSUES
4
Why is my Deadbolt 01 not showing on my home page even though it's been paired to my account?
How do I un-pair Deadbolt 01 from my phone?
How do I pair Deadbolt 01 to my phone?
I have tried many times to pair but was unsuccessful. What do I do?
OTHER ISSUES
4
I cannot find any answers to my issue. How can I contact support?
I am an Airbnb host. How do I activate the synchronisation of Deadbolt 01 with my Airbnb calendar?
I have lost my keys and my batteries have completely run out, how do I gain access to my property?
I have changed to a new phone. How do I keep my existing PIN numbers?
BATTERY
5
How do I replace batteries on Deadbolt 01?
On average, how long does the batteries last?
How will Deadbolt 01 alert me when it is getting low on battery?
My batteries have completely run out and I am locked outside my house. What can I do?
What kind of batteries can I use?
igloohome Smart Lock Latch
BLUETOOTH KEY, PIN-CODES
16
How do I remove/delete a shared Bluetooth Key?
What is a Master PIN code?
Where can I view my Master PIN code?
Can the Master PIN code be shorter?
Does the Master PIN code expire?
See all 16 articles
PAIRING ISSUES
3
Why is there no lock showing on my home page even though it's been paired to my account?
How do I un-pair the Smart Lock Latch from my phone?
How do I pair the Smart Lock Latch to my phone?
LOCK ISSUES: LOCKING THE LATCH
3
How do I unlock my door if I accidentally locked it before pairing?
How do I lock the door?
How do I unlock my Smart Lock Latch via Bluetooth?
BATTERY
3
How do I replace batteries on my lock?
My batteries have completely run out and I am locked outside my house. What can I do?
On average, how long does the batteries last?
igloohome Deadbolt 2S
LOCK ISSUES: UNLOCK, RE-LOCK
5
How do I unlock my Deadbolt 2S via Bluetooth?
How does timed-relock work?
How do I unlock and lock the door using Deadbolt 2s?
Why does my lock unlock instead of lock when I press the # key?
I am unable to activate auto-unlock (for bolt only). What sound should I hear if I keyed in the sequence (as per the manual) correctly?
OTHER ISSUES
9
I cannot find any answers to my issue. How can I contact support?
I do not have my phone and keys with me. What can I do?
I am an Airbnb host. How do I activate the synchronisation of my Deadbolt 2S with my Airbnb calendar?
How is Deadbolt 2S different from Deadbolt 02?
I have changed to a new phone. How do I keep my existing PIN numbers?
See all 9 articles
Battery
5
What batteries are compatible with Deadbolt 2s?
My batteries have completely run out and I am locked outside my house. What can I do?
How will Deadbolt 2S alert me when it is low on battery?
On average, how long does the batteries last?
How do I replace batteries on my Deadbolt 2S?
PAIRING ISSUES
4
I have tried many times to pair but was unsuccessful. What do I do?
How do I pair Deadbolt 2S to my phone?
How do I un-pair the Deadbolt 2S from my phone?
Why is my Deadbolt 2S not showing on my home page even though it's been paired to my account?
SECURITY FEATURES
7
Will I be notified if someone enter my house/property?
What are the preventative measures for hacking?
What if someone tries to dismantle/pry open the Deadbolt 2S?
How does Privacy Mode works?
Can I monitor the entry activities of my guests?
See all 7 articles
igloohome Smart Keybox 02
OTHER ISSUES
6
What material is the Keybox 02 made of?
What is the IP rating of the igloohome Keybox 02?
What is the warranty period of the Keybox 02?
What happens if I lose my smartphone?
What happens if I lose my smartphone?
See all 6 articles
KEYBOX SETUP AND GENERAL FAQ
10
Where should I place my Keybox 02?
What kind of batteries can I use?
How do I pair my Keybox 02?
How do I know if the batteries for my Keybox 02 are running low?
My batteries have completely run out and I am locked out of my Keybox 2. What can I do?
See all 10 articles
KEYBOX HOW-TO
2
How do I unlock/lock the Keybox 02?
How do I install my Keybox 2?
TROUBLESHOOTING
4
I have keyed in the correct PIN and/or tried to use Bluetooth Unlock, but the Keybox 2 does not open.
I'm trying to test my Keybox 2 but it doesn't unlock. What can I do?
My Keybox 2 is making beeping noises even though I am not touching it. Why is this so?
I am having problems with my Keybox 2 and my questions cannot be found here. What can I do?
